ITSM Software

Enterprise Service Management

Adopt a service-oriented business model

Implement best-practice service management principles throughout the business

Regardless of the industry, all businesses rely upon standard practices to operate.  Traditionally, IT departments have led the way with help-desks, service desks, on-line portals and service-oriented processes.  Enterprise Service Management extends the best-practices traditionally seen in IT departments and implements them in other parts of the business, such as:

  • Human Resources
  • Policy and Legal areas
  • Facilities Maintenance
  • Customer Service
  • Payroll and Leave

The purpose is to improve business processes, refine workflow and provide a framework for digitizing business processes that may be utilizing older methods and practices, such as paper-based forms, email communication, and spreadsheets that are used for tracking people, places, assets and information.

ESM Benefits

The benefits of enterprise service management have great impact throughout the entire organization, and will vary depending on utilization, process maturity and how departments react to the data that is generated from day-to-day activities.  In brief, the following benefits are common:

  • Increased productivity.  Digitizing common process and creating workflow for common tasks can great improve time-to-log, traceability, communication, transparency and overall efficiency
  • Increased transparency.  Rather than work orders and tasks being tracked manually, or via paper-forms and spreadsheets, an ESM solution gives a business the tools to log, track and manage jobs, tasks, change requests, feedback and other general work items via a common, shared database and software platform.  Everything is tracked, audited and shared for easy communication and collaboration.
  • Lower costs.  Modernizing older technology and digitizing paper-forms to a common web request portal removes many performance bottle-necks.  Digital forms allow a business to capture all the information is that is relevant to a business case, and automation rules and "push" the process through the proper channels, at the right time. 

Business uses for HelpMaster

IT Helpdesk and Service Desk

Helpdesk, service desk, ITSM best practice for incident, problem, knowledge and change management.

Feedback and Complaints

Capture, classify and respond to feedback, complaints and other input from your staff, clients and partners

Facilities Management

Schools, Offices, Hospitals, Strata and real-estate, Parks and gardens, Factories, and general building maintenance

Accident and Incident reporting

Provide a web portal for reporting accidents, incidents and near-misses. Build workflow to ensure your processes are being followed correctly

Human Resources

Configure process and workflow for new starters, terminations, salary information, leave requests, allowance requests and more

Customer Relationship Management (CRM)

Get to know your customers. Capture information, send email, track with workflow and sales processes

Software bug tracking

Log, track and manage software bugs. Build workflow to classify, triage, document and assign to the devs, testing and release personnel

Business Workflow and Process Automation

Configure powerful workflow and processes using an intuitive workflow designer. Drag 'n drop. No coding required

Issue and Job Tracking

Log and track anything! Great for general business "to do" lists, project management, queue management and staff workload balancing

Enterprise Service Management

HelpMaster has enabled us to transform into a productive, proactive and efficient team enabling business growth without extra staff. This was recognised by other departments and resulted in the implementation of HelpMaster into business areas managing Property/Facilities, Asset and Logistics and Fleet vehicles....

Shaun Coulls

IT Manager - GDA

Service Operations for all industry

Government and Council

Large government agencies through to smaller regional councils, departments and offices.

Health and Aged Care facilities

Health and aged care.  Retirement Villages, community groups


Schools, universities, higher education, TAFEs, technical colleges, PolyTechs

Small Business

Startups, small businesses, SMEs, medium sized businesses of all kinds

Mining, Transport and Heavy industry

Mining, heavy industry, manufacturing, power plants, refineries, shipping and transport

Finance and Insurance

Banking, finance, insurance, managed funds, superannuation

ITIL processes can help your business operations